Working here in Customer Service at Nike has taught me a great deal about working directly with our customers. I have had a few different positions since I started, but they all share the same fundamental rules on how to provide excellent customer service. I think the main key to having a great relationship with your sales reps, buyers, and everyone that you work with is Communication. This is an extremely important part in making everything you do successful. I’ve learned that given any situation, to communicate with all parties involved as it’s not possible to give too much information and is very possible to not give enough.
To provide weekly tracking reports and daily updates on all orders that we have in our system greatly helps the process. In order to make a difference though, we need to do more than just that. I’ve learned that if there is ever any conflict or confusion, that it is best to pick up the phone and make a call to explain and try to come up with an agreed upon resolution . For example, if we have any specific style that is arriving later than what was originally promised, it is best to communicate this with the buyer and sales partner as soon as possible to give them time to consider whether or not they can take it in at the available time. I know from working with retail accounts that they have only a certain budget that they are able to work with on any given month. When there is an issue or delay with any given style, it could in turn affect their bottom line for that given month. By communicating this issue as early as possible, it allows them time to plan ahead and make any adjustments needed to be able to still take the product in. This, of course, is in everyone’s best interest. Communication allows all parties to be in agreement about any situation and allows them all to provide input or suggestions in order to give each person a broader range of understanding. Knowing how the process works on all sides allows me to make better judgments and to understand how my actions positively or negatively affect each party involved. By always keeping the lines of communication open, we are allowing Nike as a whole to be known as a company that listens and really uses the information that we receive to make the process more efficient for everyone.
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